What are the responsibilities and job description for the Broadband Operations Coordinator position at Dickson Electric?
PURPOSE:
The Operation’s Coordinator is responsible for ensuring the smooth execution of daily broadband operations. This role acts as the central link between engineering, sales, field operations, management, and customers providing timely updates on project timelines and service delivery. The coordinator plays a key role in ensuring products and services are delivered accurately, efficiently, and in a manner that upholds the company’s reputation for high performance.
ESSENTIAL FUNCTIONS:
High school degree or equivalent is required with two to four years’ experience in fiber infrastructure or field operations or related field preferred. Or any equivalent combination of education and experience sufficient to successfully perform the essential duties
LICENSE AND CERTIFICATIONS:
PHYSICAL REQUIREMENTS:
STATEMENT ON POSITION:
This job description and specification is to give the applicant a reasonable expectation of the requirements and responsibilities of the job. It in no way infers that the person will be limited only to the requirements stated. Anything deemed necessary by Management will become an integral part of the job. The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on business needs of the department.
The Operation’s Coordinator is responsible for ensuring the smooth execution of daily broadband operations. This role acts as the central link between engineering, sales, field operations, management, and customers providing timely updates on project timelines and service delivery. The coordinator plays a key role in ensuring products and services are delivered accurately, efficiently, and in a manner that upholds the company’s reputation for high performance.
ESSENTIAL FUNCTIONS:
- Oversee the execution of service orders by collaborating across FTTH and Broadband teams to ensure timely, high-quality service delivery and customer satisfaction.
- Build and maintain strong customer relationships by meeting or exceeding expectations and ensuring a positive experience throughout the process.
- Communicate effectively with customers, setting clear expectations and providing regular updates on service timelines and project status.
- Resolve customer installation issues using sound judgment and proactive communication, reinforcing customer confidence and loyalty.
- Initiate and complete service orders, manage customer inquiries, and maintain accurate records using internal systems.
- Stay current with company processes, service offerings, and promotional programs.
- Identify and recommend process improvements to increase efficiency, drive revenue, and accelerate service delivery.
- Conduct regular account audits to ensure broadband services and charges are applied accurately.
- Coordinate and communicate effectively with contract labor to ensure schedule adherence and project quality.
- Work closely with internal departments to resolve customer issues and ensure their needs are met promptly.
- Assist in outage management, including routing, communication, and resolution processes.
- Other duties assigned.
High school degree or equivalent is required with two to four years’ experience in fiber infrastructure or field operations or related field preferred. Or any equivalent combination of education and experience sufficient to successfully perform the essential duties
LICENSE AND CERTIFICATIONS:
- Must possess at the time of employment a valid Driver License allowing legal operation of a motor vehicle in Tennessee. Maintaining of the Class D or equivalent license is a continuing condition of employment.
- Must maintain at the time of employment or obtain at a time designated by DES, a valid certification of proficiency in adult CPR, first aid, and AED.
- Ability to cultivate professional relationships with peers, partners, and customers.
- Demonstrate strong critical thinking abilities and resourcefulness.
- Exhibit excellent written, verbal, presentation, communication, and project management skills.
- Proficiently operate Windows OS and familiar with word processing and spreadsheet software.
- Proven expertise in data analysis and interpretation.
- Experience with CRM systems is essential; prior exposure to CSA software products is advantageous.
- Ability to use appropriate computer programs (including, but not limited to, Microsoft Office) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
- Ability to work as a team member and exert initiative to work independently to reach a goal.
- Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
- Ability to function effectively as a team player.
- Ability to work a flexible work schedule, as needed, to best serve our customers
- Adaptability to changing business dynamics is a must.
- Pass a criminal background check and drug test.
PHYSICAL REQUIREMENTS:
- Able to work 8-hour shifts or longer if emergency situations require.
- Must be skilled in the application of first aid methods.
- Must be able to follow safe and efficient work practices.
- Must possess visual acuity and manual dexterity as well as the ability to listen and communicate orally.
STATEMENT ON POSITION:
This job description and specification is to give the applicant a reasonable expectation of the requirements and responsibilities of the job. It in no way infers that the person will be limited only to the requirements stated. Anything deemed necessary by Management will become an integral part of the job. The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on business needs of the department.